The British Museum has issued an apology following widespread visitor dissatisfaction caused by lengthy queues to view the Bayeux Tapestry exhibition. The surge in demand for timed tickets has led to significant delays, with some ticket holders turned away or experiencing dramatically shortened visits.

Visitors report waits far exceeding their scheduled entry times. John Wilson, who had a 4:20 p.m. ticket on Wednesday, said he waited over two hours before reaching the first panel of the tapestry. Despite this, just 20 minutes later, museum staff reportedly turned off the gallery lights and instructed visitors to leave. Many waiting in line did not gain entry at all. Some attendees speculated the gallery was needed that evening for a private corporate event, though the museum has not confirmed this.

Visitors expressed frustration that the 40-minute time slot proved insufficient given the delays. Wilson advised potential attendees to try for morning tickets, believing fewer queues would reduce the risk of truncated visits. “At least that gives you the chance that the lights won’t go off,” he said. However, others reported long waits and pressure to move quickly even during morning sessions. Michael Hallihane, who arrived with an 11:40 a.m. ticket, described a 50-minute wait followed by continual reminders from staff and automated messages to keep moving. “It is just like a conveyor belt,” he said, lamenting that the experience detracted from the opportunity to appreciate the tapestry’s details.

Not all days have seen similar issues. On Thursday evening, when the exhibition remained open until 9 p.m., visitors reportedly exited without complaints. The museum noted it is working to balance strict loan terms—which limit the hours the Bayeux Tapestry can be displayed—with the unprecedented public interest and the desire to maintain a positive visitor experience without excessive pressure to move quickly.

In a statement, the museum acknowledged the challenges posed by high demand. It said efforts to manage visitor flow had been extensive but that some had endured longer waits than intended. The museum apologized to those affected and stated it would contact impacted visitors directly.

The institution has faced prior criticism for hosting private viewings of the exhibition, including one attended by Peter Thiel, the U.S. tech billionaire, in August.

Looking ahead, the British Museum is considering new measures to ease crowding before the next release of tickets on October 21. Members will be eligible to purchase tickets starting October 6. Possible interventions include “natural breaks” during the day when no timed tickets are sold to reduce congestion, and implementing a virtual queue system allowing visitors to check in remotely and receive notifications on when to return to the exhibit. Photography is already prohibited inside the gallery to encourage visitor flow along the approximately 70-meter-long tapestry.